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Unity4 and Daisee partner to automate CX quality management

31 Aug 2020

Unity4 and Daisee have formed a direct partnership to combine Unity4’s cloud contact centre solution and work from home experience with Daisee’s Automated Quality Management solution for customer interactions, powered by artificial intelligence, speech and text analytics.

The service allows organisations to quickly understand the quality of every customer interaction across three core pillars: Communication, Conduct and Compliance.

There has been a steady increase in the demand for automated quality and compliance analysis, however, the seismic changes due to COVID-19 have required a focus on customers and employees alike. 

Working from home brings a host of unique challenges that Unity4 leverage to rollout the Daisee Quality Management solution.

Understanding the impact COVID-19 has on customers and employees is crucial to enable businesses to react and offer support immediately, a statement from Daisee claims. 

“Unity4 work closely with the innovators in emerging technologies and view Speech and Text Analytics and Artificial Intelligence as pivotal in unlocking data to maximise customer interactions and aid in the management of staff. Daisee is a thought leader and dynamic player in this space. Combined with an easy to consume and use model, our decision to partner was a no-brainer. Customers are getting value from day one, it is exciting times. Take the challenge and give it a try you won’t regret it,” says Unity4 contact centre technology managing director Craig Boorman.

Daisee ingests conversational media into its semantic engine, utilising a comprehensive combination of artificial intelligence (AI) and natural language processing (NLP) to derive natural language understanding (NLU). 

Daisee’s machine-read comprehension of the underlying context of a communication is far superior in focus than traditional speech and text analytics that use a simple word-match and counting approach. 

The software groups language based on meaning which is essential to locating desirable features in interactions where similar things are said in different ways.

Once the interaction data is analysed, enriched and provided with a quality score, workflows triage low-scoring, high-risk interactions for operational personnel to review and remediate. This end-to-end process is automatic.

The Programmable Scorecard augments the quality control process, replacing the traditional paper scorecard with an automated, digital one, flagging critical focus areas within the interaction and providing descriptive rationale as to why certain elements failed or passed. 

Users can review and proactively remediate issues before they escalate.

“Daisee has a unique approach to improving quality by identifying the critical areas of friction that result in complaints and the loss of valuable customers. Daisee’s solution ingests the data from cloud communications, so partnering with a pioneer of WFH solutions was a natural decision. We are excited to partner with Unity4 to bring our solution seamlessly to more customers across Australia, New Zealand, Canada and the United Kingdom,” says Daisee CEO and founder Richard Kimber.